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Administrator (PSC Service Delivery)
  • United Kingdom - West Yorkshire - Wakefield - WF1 2TS
1 year ago
Full Time
Job Description

Administer a specific service delivery process in line with service level agreements (SLAs), as directed by the Team Leader. Continuously deliver a high quality and effective business administrative service. Support the strategy to enable rehabilitation across the Community Rehabilitation Companies (CRCs) to reduce reoffending through the Interchange Model.

Key Responsibilities:

A proactive administrator with responsibility for completing key administration tasks to ensure that the following auditable processes and systems are accurately maintained and service level agreements (SLAs) are achieved:

  • Completing administrative duties, to include;
    • Creating and maintaining records on the case management system (CMS).
    • Proactive management of accurate records and data to ensure process is followed at all stages, escalating concerns as appropriate.
    • General administration duties to support the Team leader.
  • Communicate and liaise with appropriate service delivery team members in the CRCs to ensure a consistent and efficient approach to the administration process.
  • Reception duties as required.

Operational planning and management

  • Plan and priorities workload, using own initiative to priorities work to meet deadlines and targets.
  • Demonstrate attention to detail and ensure tasks are managed in a timely manner following policy and procedures.
  • React quickly, demonstrate a flexible approach to changes in plans and work schedules to ensure SLAs are achieved.
  • Ensure awareness of the confidential nature of the work and follow appropriate policies and procedures.
  • Comply with and contribute to children and adult safeguarding duties, adhering to national and local policy and practice guidance promoting the welfare of children and adults, and alerting relevant colleagues and stakeholders should any risk be identified; attend relevant training.
  • Act as an enabler for the CRCs, providing administrative support to deliver the Interchange Model (including the six core modules):
    • Interact (Assess-sentence plan-implement-review and evaluate- enforcement and referral).
    • Intervene (Interventions used to support change and deliver the sentence).
    • Integrate (Activities designed to engage offenders with their community and access its resources).
  • Participate and engage in training reflecting learning in working practices.
  • Perform other duties commensurate with the post as from time to time may be determined by the line manager, or above.
  • Work flexible hours within the remit of personal contracts or agreed variations, subject to exigencies of the service.

Finance and commercial

  • Ensure own work is completed and support colleagues to ensure SLAs are achieved through the recording of information and completion of work in a timely manner.
  • As a member of the PSC Team work proactively to understand and ensure that the performance quality standards are met.

Decision making

  • Priorities own work to achieve performance targets and support Team Leader to ensure continuous improvement and innovation.
  • Use professional judgment and initiative whilst exercising all duties, escalating to the line manager or above any areas of concern.


  • Collaborate with others to maximize opportunities, solve problems and improve ways of working.

Equality and diversity

  • Participate and engage in equality and diversity training, reflecting learning in working practices.
  • Work to eliminate discrimination, harassment and victimization.
  • Ensure best practice and company policies and procedures are followed to achieve contract requirements.

Quality/Health and Safety/Environment

  • Be actively aware and follow the company Quality, Safety, Health and Environment (QSHE) policies, procedures and personal responsibilities, as set out in these documents.
  • Attend all QSHE mandatory training as requested.
  • Ensure compliance with Health and Safety (H&S) policy and procedures, taking reasonable care for own health and safety and that of others, who may reasonably expect to be affected by your action or inaction.
  • Where relevant, use recognized incident reporting processes to escalate risks, as stated in the H&S policy and arrangements.

Policies and procedures

  • Be actively aware and follow all company policies, procedures and personal responsibilities as set out in these documents.
  • Be aware and follow any legal obligations as required for the post.
  • Monitor and ensure the team are aware of their responsibilities

Required Knowledge, Skills, and Abilities
GCSE Grade C or NVQ 2 in English. GCSE Grade C or NVQ 2 in Mathematics. Or equivalent educational level. Previous administration experience. Experience of working in a criminal justice setting (Probation, Court, and Police Youth Offending) would be a significant advantage to any applicant. Excellent communication and customer service skills. Working knowledge of Microsoft Office applications. Ability to work on own initiative. Ability to priorities own work effectively and adapt to meet different demands. Work to tight deadlines. Attention to detail and able to identify inaccuracies effectively. Good interpersonal skills; able to communicate to staff and customers on all levels.

Reference no: 22910


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